Telecom Consumer Charter

Transcription

1 Telecom Consumer Charter Wireless, Wire line and data services Page 1 of 44

2 Sr. no. Particulars Page. no 1. Name and Address of the service provider 3 2. Services Offered with details of geographic areas 4 3. Terms and Conditions of service offered Wireless - Postpaid Terms and Conditions of service offered Wireless - Prepaid Terms & Conditions of Wire line Voice Services Terms & Conditions of Broadband Internet Access Services Customer Grievance Issues 33 8 Quality of Service benchmarks for Mobile / Wirleline & Broadband Internet Access service 34 9 Right of consumer s under different regulations Duties and Obligations of the service provider under different regulations General Information Number / Consumer Care Number Complaint Redressal Mechanism Mobile number Portability Value Added Services & Blackout days Contact details of Appellate Authority Wireless Contact details of Appellate Authority - Wireless, Wire line and Broadband / Internet Services 43 Page 2 of 44

3 1. Name and Address of the Service Provider For cellular services: Name Reliance Communications Ltd Address H Block, 1 st Floor, Dhirubhai Ambani Knowledge City, Navi Mumbai For Wireline and Broadband Internet Access Services: Name Reliance Communications Infrastructure Ltd Address H Block, 1 st Floor, Dhirubhai Ambani Knowledge City, Navi Mumbai Page 3 of 44

4 2. Services Offered with details of geographic areas Name of the Company Services offered Telecom Circles Reliance Communications ltd CDMA Andhra Pradesh, Bihar (incl. Jharkhand), Kolkata, Delhi, Gujarat, Haryana, Himachal Pradesh, Jammu & Kashmir, Karnataka, Kerala, Madhya Pradesh (incl. Chhattisgarh), Maharashtra, Mumbai, Orissa, Punjab, Rajasthan, Tamil Nadu (incl. Chennai), Uttar Pradesh (East), Uttar Pradesh (West) and West Bengal Reliance Communications Ltd GSM Andhra Pradesh, Delhi, Gujarat, Haryana, Jammu & Kashmir, Karnataka, Kerala, Maharashtra, Mumbai, Punjab, Rajasthan, Tamil Nadu (incl. Chennai), Uttar Pradesh (East) and Uttar Pradesh (West) Reliance Telecom Limited RTL GSM Madhya Pradesh (incl. Chhattisgarh, Bihar (incl. Jharkhand), Orissa, West Bengal, Kolkata, Assam, North East and Himachal Pradesh Reliance Communications Ltd Wireline Andhra Pradesh, Bihar (incl. Jharkhand), Kolkata, Delhi, Gujarat, Haryana, Himachal Pradesh, Jammu & Kashmir, Karnataka, Kerala, Madhya Pradesh (incl. Chhattisgarh), Maharashtra, Mumbai, Orissa, Punjab, Rajasthan, Tamil Nadu (incl. Chennai), Uttar Pradesh (East), Uttar Pradesh (West) and West Bengal Page 4 of 44

5 Reliance Communications Infrastructure Ltd Broadband and Internet All India 3. Terms and Conditions -Postpaid 3.1 Agreement & Terms and Conditions General for subscription to Telecom Services - Postpaid 1. Definitions: Authorities shall mean the Government of India, Ministry of Communications and Information Technology, Department of Telecommunications (DoT), Telecom Regulatory Authority of India, Telecom Dispute Settlement Appellate Tribunal, the relevant State Government or other statutory and local authorities, tribunals, etc. as the case maybe. Charges shall include fees, charges, rates, taxes, levies, penalties, fines for providing the Services to the Subscriber pursuant to the Subscriber enrolling for subscription to the Services as per the rates set out in the Tariff published by the Company from time to time, including charges for services availed through the Company Network on correspondent networks. Company shall mean Reliance Communications Limited and Reliance Communications Infrastructure Limited, both includes its successors and assigns as the case may be, each having its registered office at H Block, 1st floor, Dhirubhai Ambani Knowledge City, Navi Mumbai Customer or Subscriber shall mean any person, who has subscribed for Services and include Subscriber's heirs, executors, administrators, successors and permitted assigns. Due date shall mean the date prescribed by the company in the bill/ statement of charges for making payment of the bill amount by the subscriber. License shall mean the license granted by DoT to install, maintain and operate Services vide license agreement executed between the Company and DoT Network shall mean Company's telecommunications network through which Services are made available. Service(s) shall mean telecommunication services which can be offered under Licenses obtained by the Company its Network. Page 5 of 44

6 Subscriber Equipment means any compatible telephone instrument necessary for connecting to the Network in order to avail the Services and approved for use by the Company, whether owned or not by Subscriber. It is also referred to as handset. SIM card shall mean Subscriber Identification Module Card. Reliance SIM card shall mean the removable User Identification Module Bearing unique mobile number for use with the Subscriber equipment. GSM shall mean Global System for Mobile Communications. CDMA means Code Division Multiple Access. Tariff shall mean the tariff scheduled including but not limited to the fees, charges, rates and related conditions as notified and published by the Company from time to time for providing the Services. 2. Provision of Services i. Services shall be available to the Subscriber in the Telecom Circle where he has registered for Services subject to regulation of Authorities. Services shall also be available in all other Telecom Circles, for which the Company has been licensed to provide the services, as per the condition and tariffs published from time to time. The Services shall at all times be subject to Force Majeure conditions including but not limited to Act of God, fires, strikes, embargoes, war, insurrection, riots and other causes beyond the reasonable control of Company. ii. The Company may temporarily suspend whole or part of the Services at anytime without notice, if the Network fails or requires modification or maintenance. iii. These terms and conditions shall become effective upon the Company, at its sole discretion, accepting after due verification, the application of subscriber attached herewith and shall continue to remain in force, until terminated. iv. The Company reserves the right to reject any application for any reason without any liability. The information provided by Subscriber/gathered by the Company shall become the Company s property even if the Application is rejected. 3. Rights and Liabilities of the Company i. The Company shall be responsible for providing the Services to the Subscriber subject to the terms of License and terms and conditions mentioned herein. ii. In any event, the maximum overall liability of the Company in contract, tort or otherwise, shall be to refund the amount of security deposit, after adjusting the Charges due from the Subscriber. Without prejudice, in no event shall the Company, its officers, employees, directors, representatives and assigns be liable for any direct, indirect or consequential damages, costs, expenses or losses of whatsoever nature, including but not limited to, loss of profit or loss of business pertaining to the provision of the Services to the Subscriber. Page 6 of 44

7 iii. The Company shall not be liable for any act of commission or omission of any third party/supplier/manufacturer/agency/company offering any privilege or benefits to Subscriber without express permission or Authority of the Company. iv. Subscriber shall without any objection accept the telephone number allotted by the Company. The discretion with regard to the choice of number to be allotted shall solely and absolutely vest with the Company. The telephone number remains the exclusive property of the Company, the Subscriber being licensed to use it to obtain access to the Network and shall be deemed to have been returned by the Subscriber on the termination/discontinuation/surrender of the Services. v. The Company is entitled to change, vary, add, withdraw any Services and/or change, vary, add, alter, delete, withdraw any/all Charges, discounts, surcharges, Tariff, etc. at any time in its sole discretion for one, more or all of its Subscribers, except in the case of discounts or other special benefits or schemes/plans announced by the Company from time to time and which are valid for specified periods. vi. The company will comply to all TRAI directions/ Regulations. vii. In the event of SIM card being lost or stolen, the company will replace the SIM card as soon as it is reasonable and practicable subject to payment of administrative and service charges. viii. The Company shall have the right to transfer or assign and/or delegate all or part(s) of its obligations, rights and/or duties under these terms and conditions to any party. Such transfer/assignment shall release the Company from all liabilities under these term and conditions. ix. Privacy of communication is subject to regulations of the Authorities and Government, the terms of the License Agreement of the Company and other statutory and regulatory factors. The Company may be required to disclose any information or particulars pertaining to the Subscriber to any Authority, statutory or otherwise, including but not limited to, any security agencies and reserves the right to comply with the directions of such Authorities at its discretion and without intimating the Subscriber. x. The Company reserves the right to seek / verify particulars provided by the Subscriber to the Company, in any manner without notice or intimation. xi. The Company's telephone connection is non-transferable unless and until the Subscriber seeks prior permission from the Company for intended transfer and complies with the formalities of the Company. Page 7 of 44

8 xii. The company reserves the right to raise and / or collect bills/ statement of charges. Once the subscriber has paid the amount due, it shall bed deemed to have been paid to the company. xiii. The company reserves the right to provide services through its agent and franchisees. xiv. The Company shall, unless the Subscriber indicates otherwise, send promotional materials to Subscriber via electronic media (which includes text messages and s), mailers and voice. 4. Warranties, Rights and Liabilities of the subscriber i. Subscriber shall pay all charges in full without any deduction, set off or withholding in respect of the services availed, whether or not authorized by the subscriber. ii. Subscriber. is not entitled to transfer or assign its obligations and liabilities under the terms and conditions to any other party under any circumstances, without prior permission of the Company. Any transfer affected in contravention of the express terms contained herein, shall not absolve the Subscriber of its duty towards the Company for Charges levied against the Subscriber. iii. The Subscriber shall not use the Services for any improper, immoral, unlawful, or abusive purpose or for sending obscene, indecent, threatening, harassing, unsolicited messages nor create any damage to the company or any other person, whomsoever. Any such misuse shall under no circumstances be attributed to the Company and the Subscriber shall be solely responsible for such acts. The Subscriber shall indemnify and hold harmless the Company and its agents and franchisees from all suits, costs, damages or claims of any kind arising out of any act or omission or misuse of the Services by the Subscriber or any other person with or without the consent of the Subscriber. iv. Subscriber shall deposit with the company as refundable or non refundable as applicable, deposit such any amount(s) as the company may determine from time to time. The company reserves the right to forfeit/ adjust/ apply refundable deposit amount in full or part for the satisfaction of any sums due if any from the subscriber to the company at any time. Subscriber shall continue to be liable for balance if any. No interest will be paid on any deposit. All taxes present and future and any other additional tax/cess/duty levied by Authorities etc. shall be to the account of Subscriber. v. Subscriber shall remain liable for all applicable charges during temporary suspension/discontinuation of Services. Reconnection of the Services shall be at a cost, as decided by the Company from time to time. Page 8 of 44

9 vi. Subscriber shall pay all the costs of collection of dues, legal expenses etc. with interest, should it become necessary to refer the matter to a collection agency or to legal recourse to enforce payment. vii. In the event of there being any deficiency in the services, the subscriber shall with in a period of seven(7) days of the occurrence of the deficiency intimate the company and thereupon the company shall endeavour to rectify the SIM in a reasonable period. viii. Subscriber selects the Company as its National Long Distance/International Long Distance service provider unless specified otherwise. In case the Subscriber chooses another carrier for its National Long Distance/International Long Distance services, the Company shall be entitled to levy additional charges on the Subscriber, depending on the applicable regulations and the Company's policy. ix. The tariff / charges for voice as well as other services are based on prevailing regulation, interconnect regime and interconnect arrangements entered into with other telecom service providers at the time of presentation of this form.in case of any change in these arrangements, additional applicable charges shall be payable by the subscriber. x. In case of lost/misplaced/ stolen Reliance R SIM card, the entire liability of lost/ misplaced/ stolen Reliance R SIM card will be borne by the subscriber. xi. It shall be the sole responsibility of the subscriber to ensure that the mobile handset is compatible to the frequency allotted to Reliance Communications Ltd and other respective roaming service providers for providing the services in the service area. It is advised that the subscriber should have a tri band handset. xii. In case the Reliance R SIM card is lost, misplaced or stolen, the subscriber shall inform the company immediately. The company takes no responsibility for the misuse of lost, misplaced or stolen subscriber s Reliance R SIM card or any damage to the same. A fresh Reliance R SIM card will be activated after receiving application from the subscriber along with a copy of the FIR lodged for the lost, misplaced, stolen Reliance R SIM card/ handset. xiii. In the event of Reliance R SIM card being lost or stolen, RCom will place the Reliance R SIM card as soon as it is reasonable and practicable subject to payment of administrative and service charges. 5. Billing i) The Company shall send the bill/statement of Charges to the subscriber at the address provided by the subscriber. In case of non receipt of the bill/ statement, the subscriber shall make reasonable endeavor to enquire about bill. Subscriber may opt to receive the Page 9 of 44

10 bill either through the electronic media (including s) or through its electronic messaging service in lieu of physical bill/ statement. ii) Subscriber shall be sent the bill/statement of Charges on or before due date. It is the responsibility of the Subscriber to inquire about the amount payable and settle the same in case of non-receipt of bill/statement of charges. iii) In case any Charges are disputed, Subscriber shall intimate the Company within two (2) days of receipt of bill/statement of Charges. In case of non-receipt of such information, the Charges will be presumed to have been accepted. Subscriber shall pay full amount of disputed Charges, pending settlement of dispute. iv) The Company s acceptance of payment from a person other than the Subscriber shall not amount to the Company having transferred or modified any of the rights or obligations of the Subscriber to any third party. 6. Suspension/ Termination/ Discontinuation of Services i. Service quality, functionality, availability and/or reliability may be affected and/or the Company is entitled to, without any liability, refuse, limit, suspend, vary, disconnect and/or interrupt the Services, in whole or in part, at any time in its sole discretion with respect to one/all Subscribers, without any notice for any reason and/or due to various factors including but not limited to: a) Changes in the law, rules, regulations or orders, directions, notifications etc. by the Authorities b) Transmission limitation caused by physical obstruction, geographic, topographic, hydrological, meteorological and other causes of radio interference or faults in other telecommunication networks to which the Network is connected. c) Force majeure circumstances d) Any discrepancies/wrong particular(s) provided by Subscriber e) Delayed/ non payment of bills/ statement of charges. f) Default in the payment of amount due to any financier who has tied up with the company to finance its subscribers. ii. In case of misuse of Services or breach of any terms and conditions by the Subscriber or use of Services by the Subscriber in such a manner that it violates any laws or adversely affects or interferes with the Company's Services, Company shall give notice of five (5) days to the Subscriber to remedy the breach. In case the Subscriber fails to remedy the breach within the notice period, the Company is entitled to discontinue the Services without any further notice. iii. In other cases, the Company at its sole discretion may suspend/discontinue the Services by giving reasonable notice to Subscriber in such form as maybe decided by the Company. Page 10 of 44

11 iv. In case the subscriber opts for discontinuation of services, the company shall refund directly to the subscriber the refundable amounts, after adjustment of dues if any. v. If the subscriber avails loan for financing the services thru any financier which has tied up with the company or company s agent and either defaults in repayment of such loan or discontinues the services than upon receipt of intimation of such financier, the company shall refund the balance amount out of advance paid by subscriber, directly to such financier, after adjustment of all its dues and such payment to financier shall give valid discharge to the company. However such payments by the company tro the financier shall be without prejudice to rights of the company to claim/recover any amount due to which from the subscriber in connection with the services. 7. Obligations of the subscriber undertakes that - i) He will bound by the terms and conditions as mentioned herein for services provided by RCOM related to voice and RCIL related to data and content and / or any other company which can be availed thru the subscribers equipments and the reference in this document to company was a reference to RCIL or such other company as the case may be. ii) He will be bound by these terms and conditions in addition to the special terms and conditions as mentioned herein for the subscriber equipment/sim card supplied by Reliance Communications Infrastructure Ltd. Or any other company. iii) Subscriber shall be permitted to avail the services only by means of handset approved for use by the company or TEC or any other internationally accredited agencies recognized by Department of Telecom for the purpose of getting connected to the network. iv) In case the SIM card is lost, misplaced or stolen, the subscriber informs the company immediately. The company takes no responsibility for the misuse of the lost, stolen or misplaced subscribers SIM card or any damage to the same. A fresh SIM card will be activated after receiving application form the subscriber along with a copy of the FIR lodged for the lost, misplaced or stolen SIM card /handset. v) The warranties of the subscriber equipment shall be restricted to those given by the manufactures. The company and its affiliates disclaim any and all warranties or guaranties under law and contract in respect to the subscriber equipment and the subscriber hereby agrees not to hold the company or any affiliate liable for any defect or deficiency in the subscriber equipment. Subscriber shall be solely responsible for repairs and maintenance (including procurement of spares, labor and / or replacement) of the subscriber equipment and all cost charges in connection with the same. Subscriber shall deal directly with the manufacturers, designated service centre, and the company or its affiliates shall not be obliged to provide any services or support in this connection. The safe keeping and protection of the subscriber equipment provided to the subscriber shall be the sole responsibility of the subscriber. 8. Correspondence Page 11 of 44

12 Any notification required to be given shall be given in writing by fax, or registered mail to the recipient at his/her or its address specified in these terms and conditions/caf unless such recipient has previously notified the other party in writing of a change of that address. Any notification required to be given by the Company can also be given by electronic message/sms to the Subscriber s handset. 9. Validity i. The validity construction and performances of terms and conditions herein shall be governed by and interpreted in accordance with the laws of India and the Company and Subscriber will submit to the exclusive jurisdiction of the Mumbai courts only. ii. Should any provision of herein be or become ineffective or be held to be invalid, this shall not affect the validity of the remaining provisions hereof. iii. Unless otherwise expressly stated, the terms defined in these terms and conditions, include the plural as well as the singular, masculine as well as feminine and natural person is deemed to include any company, partnership, joint venture, association, corporation or any other body or government agency. Incase two or more persons constitutes the subscriber, their liability shall be joint and several. iv. These terms and conditions read with the terms and conditions of the Customer Application Form and the special Tariff terms and conditions if any, is the complete understanding between the Company and Subscriber hereto and it supersedes all prior understanding whether oral or written and all representations or other communications between the Company and the Subscriber hereto. In case of any discrepancies between these Terms & Conditions and Tariff, the former shall prevail. i. These terms and conditions are subject to the Indian Telegraph Act of 1885, the rules and regulations framed there under and any statutory modifications or re-enactment for the time being in force and also subject to the statutes, rules and regulations and guidelines as may be in force from time to time. ii. Unless otherwise specifically provided in writing by the Company, no delay or failure to provide Services or to exercise any of its rights shall impair such right or shall be construed to be a waiver by the Company. 10. DND - Do Not Call Facility:- 1. The definition of Unsolicited Commercial Communication will be as per the Telecom Commercial Communications Customer Preference Regulations, 2010 prescribed by the TRAI. Page 12 of 44

13 2. Commercial communications by subscribers.- No subscriber, who is Not registered with the TRAI as a telemarketer shall make any commercial communication. 3. Procedure for Registration of preference or change of preference :- i. The customer may make a call on toll free short code 1909 and talk to the Customer care executive. ii. If the customer wants to register or change his already registered preference, the executive shall inform the customer about the categories available for registration of his preference like fully blocked or partially blocked. iii. The customer can opt for fully blocked category or partially blocked category like, Banking/Insurance/Financial products/credit cards, Real Estate, Education, Health, Consumer goods and automobiles, Communication/Broadcasting/Entertainment/IT, Tourism and Leisure. iv. The customer care executive shall confirm and register the preference of customer in Provider Customer Preference Register.. The customer care executive shall inform the customer through SMS the preferences exercised by the customer and his unique registration number. 4. The Do Not Call Facility shall be activated within 7 days from the date of receipt of request for both wireless/wireline subscribers. 5. The detailed guidelines on Unsolicited Commercial Communication regulation is available on the TRAI website nccptrai.gov.in Self attested documents required to furnish Proof of Identity / Address. i. Passport / Arms License / Driving License. ii. Photo Identity Card with address. iii. Election Commission ID card iv. Ration Card with photo and address v. Income Tax assessment order vi. Vehicle Registration Certificate vii. Registered sale / lease agreement viii. Water Bill / Fixed Line telephone bill/electricity Bill (not beyond last three months) ix. Income Tax PAN Card x. Photo Credit Card along with Statement. xi. CGHS / ECHS Card xii. Certificate of address having photo issued by MP / MLA /Group A gazette officer in letter head. xiii. Certificate of address with photo from Government recognized educational institutions (for students only) xiv. Certificate of photo identity issued by village panchayat head or its equivalent authority (for rural areas) xv. Address card with photo issued by department of post, Government of India xvi. Smart card issued by CSD, Defence / Paramilitary xvii. Current passbook of Post Office / any scheduled bank, having photo xviii. Photo Identity Card (of Central Government / PSU only) Page 13 of 44

14 xix. xx. xxi. xxii. xxiii. Photo ID card issued by Government Recognised Education Institution (for students only) Cast and Domicile Certificate with photo issued by a state government like Assam and other states Pensioner card having photo and address. Freedom Fighter Card having photo and address Kisan pass book having photo and address Terms & Conditions - Prepaid Agreement & Terms and Conditions General for subscription to Telecom Services - Prepaid 1. Definitions: Authorities shall mean the Government of India, Ministry of Communications and Information Technology, Department of Telecommunications (DoT), Telecom Regulatory Authority of India, Telecom Dispute Settlement Appellate Tribunal, the relevant State Government or other statutory and local authorities, tribunals, etc. as the case maybe. Charges shall include Fees, charges, rates, taxes, levies, penalties, fines for providing the services to the subscriber pursuant to the subscriber enrolling for subscription to the services as per the rates set out in tariff published by the company from time to time, including charges for services availed through the company network on correspondent networks. Company shall mean Reliance Communications Limited and Reliance Communications Infrastructure Limited, having its registered office at H Block, 1st floor, Dhirubhai Ambani Knowledge City, Navi Mumbai , its successors and assigns. Customers or subscribers shall mean any person, company,proprietorship or partnership firm, any other association of persons or entity of whaterver nature who has subscribed for services under CAF and includes Subscriber's heirs, executors, administrators, successors and permitted assigns. License agreements shall mean the license granted by DoT to install, maintain and operate Services vide license agreement executed between the Company and DoT. Network shall mean Company's telecommunications network through which Services are made available. Service(s) shall mean telecommunication services which can be offered under Licenses obtained by the Company through its Network. Page 14 of 44

15 Subscriber Equipment means any compatible telephone instrument necessary for connecting to the Network in order to avail the Services and approved for use by the Company, whether owned or not by Subscriber. It is also referred to as handset. Tariff shall mean the tariff scheduled including but not limited to the fees, charges, rates and related conditions as notified and published by the Company from time to time for providing the Services. It is also referred to as prepaid tariff. SIM card shall mean Subscriber Identification Module Card. GSM shall mean Global System for Mobile Communications. CDMA means Code Division Multiple Access. 2. Provision of Services i. Services shall be available to the Subscriber in the Telecom Circle where he has registered for Services subject to regulation of Authorities. Services shall also be available in all other Telecom Circles, for which the Company has been licensed to provide the services, as per the condition and tariffs published from time to time. The Services shall at all times be subject to Force Majeure conditions including but not limited to Act of God, fires, strikes, embargoes, war, insurrection, riots and other causes beyond the reasonable control of Company. The Company may temporarily suspend whole or part of the Services at anytime without notice, if the Network fails or requires modification or maintenance. ii. These terms and conditions shall become effective upon the Company, at its sole discretion, accepting after due verification, the application of subscriber attached herewith and shall continue to remain in force, until terminated. iii. The Company reserves the right to reject any application for any reason without any liability. The information provided by Subscriber/gathered by the Company shall become the Company s property even if the Application is rejected. 3. Rights and Liabilities of the Company i. The Company shall be responsible for providing the Services to the Subscriber subject to the terms of License and terms and conditions mentioned herein. ii. iii. In any event, the maximum overall liability of the Company in contract, tort or otherwise, shall be to refund the amount of security deposit, after adjusting the Charges due from the Subscriber. Without prejudice, in no event shall the Company, its officers, employees, directors, representatives and assigns be liable for any direct, indirect or consequential damages, costs, expenses or losses of whatsoever nature, including but not limited to, loss of profit or loss of business pertaining to the provision of the Services to the Subscriber. The Company shall not be liable for any act of commission or omission of any third party/supplier/manufacturer/agency/company offering any privilege or benefits to Subscriber without express permission or Authority of the Company. Page 15 of 44

16 iv. Subscriber shall without any objection accept the telephone number allotted by the Company. The discretion with regard to the choice of number to be allotted shall solely and absolutely vest with the Company. The telephone number remains the exclusive property of the Company, the Subscriber being licensed to use it to obtain access to the Network and shall be deemed to have been returned by the Subscriber on the termination/discontinuation/surrender of the Services. v. The Company is entitled to change, vary, add, withdraw any Services and/or change, vary, add, alter, delete, withdraw any/all Charges, discounts, surcharges, Tariff, etc. at any time in its sole discretion for one, more or all of its Subscribers, except in the case of discounts or other special benefits or schemes/plans announced by the Company from time to time and which are valid for specified periods. vi. The company will comply to all TRAI directions/ Regulations. vii. viii. ix. The Company shall have the right to transfer or assign and/or delegate all or part(s) of its obligations, rights and/or duties under these terms and conditions to any party. Such transfer/assignment shall release the Company from all liabilities under these term and conditions. Privacy of communication is subject to regulations of the Authorities and Government, the terms of the License Agreement of the Company and other statutory and regulatory factors. The Company may be required to disclose any information or particulars pertaining to the Subscriber to any Authority, statutory or otherwise, including but not limited to, any security agencies and reserves the right to comply with the directions of such Authorities at its discretion and without intimating the Subscriber. The Company reserves the right to seek / verify particulars provided by the Subscriber to the Company, in any manner without notice or intimation. x. The Company's telephone connection is non-transferable unless and until the Subscriber seeks prior permission from the Company for intended transfer and complies with the formalities of the Company. xi. The company reserves the right to provide services through its agent and franchisees. xii. The Company shall, unless the Subscriber indicates otherwise, send promotional materials to the Subscriber via electronic media (which includes text messages and s), mailers and voice messages. Page 16 of 44

17 xiii. xiv. The company shall not be responsible for any civil or criminal liability incurred by the subscriber due to any misuse of the service provided by the company i.e. any acts of the commission or omission by the subscriber or third party. The company s rights and remedies as well as those available at Law or equity are independent and cumulative. 4. Warranties, Rights Obligations and Liabilities of the customer Subscriber undertakes that i. Subscriber. is not entitled to transfer or assign its obligations and liabilities under the terms and conditions to any other party under any circumstances, without prior permission of the Company. Any transfer affected in contravention of the express terms contained herein, shall not absolve the Subscriber of its duty towards the Company for Charges levied against the Subscriber. ii. iii. The Subscriber shall not use the Services for any improper, immoral, unlawful, or abusive purpose or for sending obscene, indecent, threatening, harassing, unsolicited messages nor create any damage to the company or any other person, whomsoever. Any such misuse shall under no circumstances be attributed to the Company and the Subscriber shall be solely responsible for such acts. The Subscriber shall indemnify and hold harmless the Company and its agents and franchisees from all suits, costs, damages or claims of any kind arising out of any act or omission or misuse of the Services by the Subscriber or any other person with or without the consent of the Subscriber. All taxes present and future and any other additional tax/cess/duty levied by Authorities etc. shall be to the account of Subscriber. iv. Subscriber shall remain liable for all applicable charges during temporary suspension/discontinuation of Services. Reconnection of the Services shall be at a cost, as decided by the Company from time to time. v. In the event of there being any deficiency in the Services, the Subscriber shall within a period of seven (7) days of the occurrence of the deficiency intimate the Company and there upon the Company shall endeavor to rectify the same in a reasonable period. Page 17 of 44

18 vi. vii. viii. ix. Subscriber selects the Company as its National Long Distance/International Long Distance service provider unless specified otherwise. In case the Subscriber chooses another carrier for its National Long Distance/International Long Distance services, the Company shall be entitled to levy additional charges on the Subscriber, depending on the applicable regulations and the Company's policy. The tariff / charges for voice as well as other services are based on prevailing regulation, interconnect regime and interconnect arrangements entered into with other telecom service providers at the time of presentation of this form. In case of any change in these arrangements, additional applicable charges shall be payable by the subscriber. Subscriber shall be bound by the same terms and conditions as mentioned herein for services provided by the company and/or any other company which can be availed through the subscriber equipment as if this was agreement with service providing company. This shall be in addition to any other specific terms and conditions for those services. In case of lost/misplaced/ stolen etc. SIM card, the entire liability of lost/ misplaced/ stolen SIM card will be borne by subscriber. x. It shall be the sole responsibility of the subscriber to ensure that the mobile handset is compatible to the frequency allotted to Reliance Communications Ltd and other respective roaming service providers for providing the services in the service area. It is advised that the subscriber should have a tri band handset. xi. xii. In case the SIM card is lost, misplaced or stolen, the subscriber shall inform the company immediately. The company takes no responsibility for the misuse of lost, misplaced or stolen subscriber s Reliance R SIM card or any damage to the same. A fresh Reliance R SIM card will be activated after receiving application from the subscriber along with a copy of the FIR lodged for the lost, misplaced, stolen Reliance R SIM card/ handset. In the event of SIM card being lost or stolen, RCom will place the SIM card as soon as it is reasonable and practicable subject to payment of administrative and service charges. 5. In order to comply with the DOT regulations, you need to submit the Proof of Identity and Proof of Address. (i) For Proof of Identity, a self attested photo copy of your photo identity card such as driving license, passport, income tax PAN card, Arms license, photo credit card or any other form of identity proof issued by the Govt that bears your photograph. Page 18 of 44

19 (ii) For Proof of Address, a self attested photo copy of Proof of Address such as Ration card, recent telephone bill, recent electricity bill, recent bank statement etc. If the Proof of Identity also carries the right address, then no separate Proof of address is required. 6. Prepaid tariff plan and recharge vouchers : (i) Wherever applicable, the customer shall purchase the SIM card from company for availing the services. (ii) The subscriber shall purchase recharge vouchers from the company/ agent/ retail outlet/ franchisee for accessing the services. He shall use the secret code in the recharge voucher by following the directions contained therein (this process is herein referred to as recharging). iii) iv) The validity period, denomination, talk time value and other terms and conditions mentioned on the Recharge shall be binding on the Subscriber. The validity period of Recharge Vouchers will be counted from the date of Recharging of the Recharge Vouchers. v) The Subscriber shall be able to utilize the Recharge Voucher only to the extent of talk time mentioned therein, within the validity period. vi) vii) viii) ix) The Company will may without notice, bar outgoing calls and SMS service, on the expiry of the talk time value. Similarly, the incoming calls and SMS services will be barred, on the expiry of validity. Incase the Subscriber does not recharge before the expiry of Grace period, the Company reserves the right to terminate the Service and withdraw the telephone number allotted to the Subscriber without any notice. The Company reserves the right to refuse to activate Recharge Voucher purchased by the Subscriber, at its discretion. The Recharge Voucher once purchased cannot be returned and no refund of the residual talk time value shall be made under any circumstances either by the Company/Distributor/Agents. x) The adjustment of the talk time value of the Recharge Voucher for the usage shall be on the basis of the Prepaid Tariff chosen by the Subscriber and/or as prevailing at the time of usage as announced by the Company from time to time. xi) xii) xiii) The Company reserves the right to change the Prepaid Tariff Plan, terms and conditions, validity of Recharge Vouchers and the Grace period in accordance to the TRAI rules and regulations. The terms and conditions of the Prepaid Tariff Plan published by the Company from time to time shall form part of these terms and conditions. On request of subscriber, the company will provide itemized bill for last 6 months on chargeable basis. Page 19 of 44

20 xiv) xv) Not all the services/value added services may be made available by the Company for Prepaid Services. Any increase in existing levies/taxes or any new levy/tax introduced for these Services shall be automatically adjusted from the talk time value, from the date of increase/introduction of levy/tax without any notice to the Subscriber. 7. Suspension/Termination/Discontinuation of Services i) Service quality, functionality, availability and/or reliability may be affected and/or the Company is entitled to, without any liability, refuse, limit, suspend, vary, disconnect and or interrupt the Services, in whole or in part, at any time in its sole discretion with respect to one/all Subscribers, without any notice for any reason and/or due to various factors including but not limited to a) Changes in the law, rules, regulations or orders, directions, notifications etc by the Authorities. b) Transmission limitation caused by physical obstruction, geographic, topographic, hydrological, meteorological and other causes of radio interference or faults in other telecommunication networks to which the Network is connected. c) Force majeure circumstances d) Any discrepancies/wrong particular(s) provided by Subscriber ii) iii) iv) In case of misuse of Services or breach of any terms and conditions by the Subscriber or use of services by the Subscriber in such a manner that it violates any laws or adversely affects or interferes with the Company s Services, Company shall give notice of five (5) days to the Subscriber to remedy the breach. In case the Subscriber fails to remedy the breach within the notice period, the Company is entitled to discontinue the Services without any further notice. In other cases, the Company at its sole discretion may suspend/discontinue the Services by giving reasonable notice to Subscriber in such form as maybe decided by the Company. Services to any prepaid mobile number will be discontinued if there is no usage i.e. no voice call (incoming/ outgoing), SMS or data for any continuous period of 90 days. No refund will be given for any unused talk time and validity on the card. The mobile number will not be usable after disconnection. Page 20 of 44

21 8. Terms & Conditions The subscriber accepts the following terms and conditions of sale of the handset purchase by the subscriber for availing the services mentioned herein: (i) No exchange, no refund. (ii) The warranties on the handset shall be restricted to those given by the manufacturer. (iii) Any dispute arising out of the sale shall be subject to the exclusive jurisdiction of competent courts in Mumbai only. 9. General i) Any notification required to be given shall be given in writing by fax, or registered mail to the recipient at his/her or its address specified in these terms and conditions/caf unless such recipient has previously notified the other party in writing of a change of that address. Any notification required to be given by the Company can also be given by electronic message/sms to the Subscribers' handset. ii) iii) The Subscriber shall ensure the safe keeping of CAF and all other original documents as the same may be required for interface with the Company. The Subscriber shall comply with the instructions/directions etc. issued by the Company from time to time including any amendments to the terms and conditions due to regulatory/administrative and/or commercial compulsions and for any other reason whatsoever. 10. Validity i. The validity construction and performances of terms and conditions herein shall be governed by and interpreted in accordance with the laws of India and the Company and Subscriber will submit to the exclusive jurisdiction of the Mumbai courts only. ii. iii. iv. iv. Should any provision of herein be or become ineffective or be held to be invalid, this shall not affect the validity of the remaining provisions hereof. Unless otherwise expressly stated, the terms defined in these terms and conditions, include the plural as well as the singular, masculine as well as feminine and natural person is deemed to include any company, partnership, joint venture, association, corporation or any other body or government agency. Incase two or more persons constitutes the subscriber, their liability shall be joint and several. These terms and conditions read with the terms and conditions of the Customer Application Form and the special Tariff terms and conditions if any, is the complete understanding between the Company and Subscriber hereto and it supersedes all prior understanding whether oral or written and all representations or other Page 21 of 44

22 communications between the Company and the Subscriber hereto. In case of any discrepancies between these Terms & Conditions and Tariff, the former shall prevail. i. These terms and conditions are subject to the Indian Telegraph Act of 1885, the rules and regulations framed there under and any statutory modifications or reenactment for the time being in force and also subject to the statutes, rules and regulations and guidelines as may be in force from time to time. ii. Unless otherwise specifically provided in writing by the Company, no delay or failure to provide Services or to exercise any of its rights shall impair such right or shall be construed to be a waiver by the Company. 11. DND - Do Not Call Facility:- i. The definition of Unsolicited Commercial Call will be as per definition be TRAI under the relevant regulation on Unsolicited Commercial Call. ii. The facility will be activated within 7 days from the date of receipt of request. iii. Incase the telephone is being used for Telemarketing purpose; the subscriber should get registered as a Telemarketer. The registration form and detailed guidelines are available on the website-nccptrai.gov.in iv. The subscriber is not authorized to make telemarketing calls without registering as a telemarketer. In case it is found so the telecom services will be withdrawn. The services if telemarketer can also be terminated if he makes six attempts to subscribers registered in the National Customer Preference Register. These terms and conditions are subject to change at the sole discretion of the company. v. Please visit website nccptrai.gov.in for the updated terms and conditions. Self attested documents required to furnish Proof of Identity / Address. i. Passport / Arms License / Driving License. ii. Photo Identity Card with address. iii. Election Commission ID card iv. Ration Card with photo and address v. Income Tax assessment order vi. Vehicle Registration Certificate vii. Registered sale / lease agreement viii. Water Bill / Fixed Line telephone bill/electricity Bill (not beyond last three months) ix. Income Tax PAN Card x. Photo Credit Card along with Statement. xi. CGHS / ECHS Card xii. Certificate of address having photo issued by MP / MLA /Group A gazette officer in letter head. Page 22 of 44

23 xiii. xiv. xv. xvi. xvii. xviii. xix. xx. xxi. xxii. xxiii. Certificate of address with photo from Government recognized educational institutions (for students only) Certificate of photo identity issued by village panchayat head or its equivalent authority (for rural areas) Address card with photo issued by department of post, Government of India Smart card issued by CSD, Defence / Paramilitary Current passbook of Post Office / any scheduled bank, having photo Photo Identity Card (of Central Government / PSU only) Photo ID card issued by Government Recognized Education Institution (for students only) Cast and Domicile Certificate with photo issued by a state government like Assam and other states Pensioner card having photo and address. Freedom Fighter Card having photo and address Kisan pass book having photo and address Page 23 of 44

24 2.4 Terms & Conditions of Wireline Voice Services Product Terms & Conditions The Product Terms and Conditions mentioned herein, shall form part of the Customer Application Form (CAF) signed by the Customer and shall be read in conformity with and in addition to General terms & conditions attached below. The signing of the CAF by the customer shall make the product terms & conditions contained herein binding on the Customer. The CAF shall take effect after due verification and acceptance by the Company of the details provided in the CAF, by the Customer. The CAF shall remain in force until expiry or termination in accordance with the provisions of the agreement, provided that the Customer shall continue to remain liable for any Charges, if any, payable to the Company for the Services Definitions: Landline Phone or LLP shall mean the basic communication line between the Company telephone exchange and the Customer Premises Equipment (CPE) or Service Equipment ISDN BRI shall mean the provisioning of digital service to Customers using two bearer channels at 64 Kbps and a signaling data channel of 16 Kbps E1 DID is a digital business telephony connection between the Company telephone exchange and the Customer s EPABX. This could either be deployed with signaling or Indian modified R2 MFC or Euro ISDN PRI Provision of Services: The Company shall provide the Services to the Customer by facilitating connectivity between the Customer premises (Service Installation Address) and the Network for the provisioning of telecommunication services, supplied by the Company or a provisioning Entity to the Customer, as mentioned in the CAF and which can be offered through a fixed, wired telephone instrument or NT 1 equipment or EPABX, under licenses obtained by the Company, subject however to Force Majeure conditions including but not limited to acts of God, fires, strikes, embargoes, war, insurrection, riots, civil disorder, earth quake and other causes beyond the reasonable control of Company, including atmospheric/topographical hindrances. Page 24 of 44

25 Customer shall without any objection accept the telephone number allotted by the Company. The discretion with regard to the choice of number to be allotted shall solely and absolutely vest with the Company. The telephone number remains the exclusive property of the Company, the Customer being licensed to use it to obtain access to the Network and shall be deemed to have been returned by the Customer on the termination/disconnection/surrender of the Services The Company s telephone number is non-transferable unless and until the Customer seeks prior written permission from the Company for intended transfer and complies with the formalities of the Company. The Services and Service Equipment have been provided for the exclusive use of the Customer Use of Services: The Services and Service Equipment are provided on an as is basis and the Customer s use of the same is at its own risk. The Company does not make and hereby disclaims, any and all other express/implied warranties, including but not limited to warranties of merchantability/quality, fitness for a particular purpose, title and non-infringement and any warranties arising out of the course of dealing, usage or trade practice In the event Customer avails of Dial up internet access Service, he / it shall be governed by the Company s Acceptable Use Policy in addition to the following terms: (i) (ii) (iii) Content: The Company exercises no control over and accepts no responsibility for the content of the information passing through the Network, CPE, Service Equipment, or a Service. The Company specifically denies any responsibility for the accuracy or quality of information obtained through the Network, CPE, Service Equipment, or a Service. Use of any information obtained via the Network, CPE, Service Equipment, or a Service is at Customer s own risk. Customer shall promptly and thoroughly respond to any notices forwarded to Customer by the Company including, but not limited to notices that the customer s content violates the Applicable Law. Domain names: Customer shall indemnify the Company, for any domain name registered or administered on Customer s behalf that violates any service mark, trademark or other intellectual property rights of any third party. Customer shall comply with the Applicable Law including but not limited to rules and procedures of the applicable domain name registries, registrars, or other authorities. Customer irrevocably waives any claims against the Company that may arise from the acts or omissions of domain name registries, registrars or other authorities. Security: The Customer agrees that the Company shall not be liable in any manner for the consequences to Customer of an unauthorized breach of Customer s system security, such as hacking or denial of service attacks. Additionally, Customer confirms that it shall conduct such tests and computer virus scanning as may be necessary to ensure that data uploaded or downloaded by Customer does not contain any computer virus and will not in any manner corrupt the data or systems of any person. Page 25 of 44

26 (iv) The Company shall be entitled to, in addition to any other remedies available under the law, suspend the Service or terminate the agreement / CAF, in accordance with the provisions contained therein upon written notice for any violation of the aforesaid terms and conditions by the Customer The customer shall use the service in accordance with the Company s Internet Acceptable Use Policy (the Acceptable Use Policy ). The Acceptable Use Policy shall mean the then current version of the Acceptable Use Policy (as may be changed by the Company from time to time) applicable to the countries in which Customer uses a Service (and in the event no policy exists for a country, then the policy as per the Applicable Law shall apply). The Acceptable Use Policy will be available at the following URL: or other URL designated by the Company The Company may intimate the Customer promptly of any change in the Acceptable Use Policy. In case of any conflict between the Acceptable Use Policy and the Agreement / CAF, the Acceptable Use Policy shall prevail The Customer undertakes that it shall not i) Terminate a ISDN BRI line as a digital trunk or a LLP line or a FLP line or an analog trunk or an E1 trunk on a EPABX, which is part of a wide area network (Spanning multiple SDCA s) built using leased circuits and / or other dedicated / shared circuits from Reliance / any other service provider. ii) Sub-lease, resell, transfer or assign the services to any third party Customer Premise Equipment & Service Equipment: Customer will be provided with the relevant Service Equipment except in case of ISDN (where only NT1 equipment will be provided) and E1 Trunks Customer may use its own CPE subject however to approval from the Company. In case Customer uses its own CPE, then no rental and security Charges will be applicable Charges: Charges shall be as per the tariff plans as subscribed to by the Customer in CAF and / or the Company policies issued from time to time Miscellaneous: Payment: The Company shall raise invoices on a monthly basis and the Charges billed to Customer shall be payable on or before the Due Date. The Payment instruments shall be drawn in favuor of Reliance Communications Infrastructure ltd A/c RIS Exit Policy: If the Customer chooses to exit during the first 12 months of Service Activation, the Customer shall return the Service Equipment in good working condition failing which Customer shall be liable to pay the Company compensation as below against the Service Equipment provided by the Company. LLPs : Rs. 1,250 Page 26 of 44

27 ISDN BRI : Rs E1 DID : Rs. NIL No compensation Charges will be applicable in case Customer continues to use the Services beyond a period of 12 months or if the Customer has not opted for Company provided Service Equipment Service tax: Charges shall be exclusive of Service tax or any other taxes which shall be levied at the applicable rates on the total invoiced amount Terms & Conditions of Broadband Internet Access Services The Product Terms and Conditions mentioned herein pertaining to the Broadband Internet Access Services, shall form part of the Customer Application Form (CAF) signed by the Customer and shall be binding on the Customer. All capitalized terms not specifically defined hereunder shall have the meaning assigned to them in the GTC of CAF RCIL shall provide the Broadband Internet Access Services to the Customer by granting access to the Internet through the Network of the capacity mentioned in the CAF. For the purpose of this clause, capacity shall mean the capacity of a digital transmission capable of carrying data expressed in terms of bits per second Definitions: Authorities shall mean the Government of India, Ministry of Communications and Information Technology, Department of Telecommunications (DoT), Telecom Regulatory Authority of India, Telecom Dispute Settlement Appellate Tribunal, the relevant State Government or other statutory and local authorities, tribunals, etc. as the case maybe. Charges shall include fees, charges, rates, taxes, levies, penalties, fines for providing the Services Prepaid or post paid to the Subscriber pursuant to the Subscriber enrolling for subscription to the Services as per the rates set out in the Tariff published by the Company from time to time, including charges for services availed through the Company Network on correspondent networks. Company shall mean Reliance Communications Limited and Reliance Communications Infrastructure Limited, both includes its Any of its provisioning entities, affiliates, associates, successors & assigns as the case may be, each having its registered office at H Block, 1st floor, Dhirubhai Ambani Knowledge City, Navi Mumbai Customer or Subscriber shall mean any person Company, proprietary concern, any other association of person or entity of whatsoever nature, who has subscribed for Services under CAF and include Subscriber's heirs, executors, administrators, successors and permitted assigns. Page 27 of 44

28 License shall mean the license granted by DoT to install, maintain and operate Services vide license agreement executed between the Company and DoT Network shall mean Company's telecommunications network through which Services are made available. Recharger Voucher Shall mean any Voucher/Slip/Card containing secret PIN Number, which shall be purchased by the subscriber from company s Franchisee responsible for provisioning the Service to the Subscriber. The Recharger Voucher may be referred to by different names like Recharge Coupon, Refill Coupon, Recharge Card, Refill Slip, etc. however collectively & individually all shall mean Recharge Voucher Service(s) shall mean various voice services, such as Landline Phone (LLP) services, Video Telephony services and Data Communications services, including but not limited to Broadband Internet Access (BIA) that can be offered through the company s network, under licenses obtained by the company telecommunication services which can be offered under Licenses obtained by the Company its Network. Subscriber Equipment means compatible telephone instrument/modem provided by the company necessary for connecting to the network in order to avail the Service provided by the Company. The telephone instrument is also referred to as a Landline phone. In the event the subscriber already has such equipment necessary for connecting to the network, including the Landline phone, and/or modem the same shall be referred to as Customer Premise Equipment, for the purpose here in any compatible telephone instrument necessary for connecting to the Network in order to avail the Services and approved for use by the Company, whether owned or not by Subscriber. It is also referred to as handset. Tariff shall mean the tariff scheduled including but not limited to the fees, charges, rates and related conditions as notified and published by the Company from time to time for providing the Services Provision of Services i. Services shall be available to the Subscriber in the state/area/locality where he/she has registered for Services with the Company. The provision of the Service shall at all times be subject to Force Majeure condition including but not limited to act of God, fires, flood, earthquakes, strikes, epidemics, embargoes, war, insurrection, riots, atmospherically/hydrographical/topographical disturbances/hindrance and other causes beyond the reasonable control of the Company, each Force Majeure Event ii. Provisioning of service shall depend on the technical feasibility of the location where services are to delivered. iii. These terms and conditions shall become effective upon the Company, accepting the CAF of the Subscriber at its sole discretion, accepting after due verification, the application of subscriber attached herewith and shall continue to remain in force, until terminated. Page 28 of 44

29 iv. The Company reserves the right to reject any application for any reason without any liability. The information provided by Subscriber/gathered by the Company may be used by the Company for the purpose of its business and by executing the CAF, the Subscriber is providing his/her express consent for usage of such information and data for any legitimate business purpose by the Company shall become the Company s property even if the Application is rejected Warranties, Rights, Obligations and Liabilities of the Customer i. Subscriber is not entitled to transfer or assign its obligations and liabilities herein to any other party under any circumstances, without prior permission of the Company. Any transfer affected in contravention of the express terms contained herein shall not absolve the Subscriber of its duty towards the Company for Charges levied against the Subscriber. ii. The Company shall use the Broadband Internet Access(BIA) Service in accordance with the then current version the Company Internet acceptable user policy(aup).the AUP shall be available on the following URL: or other URL designated by the Company. The Subscriber shall not use the Services for any improper, immoral, unlawful, or abusive purpose or for any activity that infringes upon third party intellectual property rights/privacy or for sending obscene, indecent, threatening, harassing, unsolicited messages or make any call or calls affecting/infringing upon national or social interest, nor create any damage or loss to the company or its network or Subscriber or any other person, natural or legal whatsoever. Any such misuse shall under no circumstances be attributed to the Company and the Subscriber shall be solely responsible for such acts. The Subscriber hereby agrees to indemnify and hold harmless the Company and its franchisee from all suits, costs, damages or claims of any kind arising out of any act or omission or misuse of the Service by the Subscriber or any other person with or without the consent of the Subscribers. iii. For any cheque returned unpaid by the bank, a charge of Rs.100/- would be levied in the next billing statement iv. The Subscriber shall not resell, transfer, or assign the Service to any third party Billing applicable for Postpaid Service i. The Company shall send bill/statement in respect of the Charges (for Post paid service) through either post, courier or electronic media. Subscriber may also obtain copies of invoices from the Company s offices/authorized outlets for which the Company may levy additional Charges. ii. Subscriber shall pay the bill/statement of Charges on or before the due date. It is responsibility of the Subscriber to inquire about the amount payable and settle the same in case of non-receipt of bill/statement of Charges. iii. Subscriber shall pay all Charges in full without any deduction, set off or withholding in respect of the Service availed whether or not authorized by the Subscriber. The Company shall not be liable to refund the Charges paid by the Subscriber. iv. In case any Charge disputed, Subscriber shall intimate the Company within two (2) days of receipt of bill/statement of Charges. In case of non-receipt of such information, the Charges will be presumed to have been accepted. However, in case the Subscriber Page 29 of 44

30 disputes any bill, the Subscriber shall still pay full amount of disputed Charges pending settlement of dispute. v. The Company s acceptance of payment from a person other than the Subscriber shall not amount to the Company having transferred any of the rights and obligations of the Subscriber to any third party Recharge Vouchers i. The Subscriber shall purchase Recharge Vouchers from the Company so as to avail the Service. The Subscriber shall use the secret code in the Recharge Voucher and activate the Recharge Voucher by following the direction contained therein (this process is hereinafter referred to as recharging) ii. The validity period, denomination, usage value of Recharge Voucher, and other Terms and Conditions mentioned on the Recharge Voucher shall be binding on the Subscriber. iii. The validity period of Recharge Vouchers will be counted from the date of recharging of the Recharge Vouchers. The Subscriber shall be able to utilize the Recharge Vouchers only to the extent of usage value mentioned within the validity period. iv. The Company may without notice suspend further use of the Service upon expiry of Recharge Voucher or validity whichever is earlier. In case the Subscriber does not recharge before the expiry of grace period, the Company reserves the right to terminate the Service and withdraw the Service without any notice. v. The Company may without notice may bar incoming and outgoing call either on the expiry of the talk time value or validity whichever is earlier. vi. The Company reserves the right to refuse to activate Recharge Voucher purchased by the Subscriber at its discretion. vii. Recharge Voucher once purchased cannot be returned and no refund of the residual talk time value shall be made under any circumstances either by the Company or its Franchisees. viii. The adjustment of any usage value of the Recharge Voucher shall be on the basis of the prepaid Tariff chosen by the Customer and/or as prevailing at the time of usage as announced by the Company from time to time. The Company reserves the right to Charge the Tariff plan, Terms and conditions, validity of Recharge Vouchers and the grace period, from time to time, at its sole discretion and without any notice. ix. The Terms and Conditions of the prepaid Tariff plan published by the Company from time to time shall form part of these Terms and Conditions. x. The Company shall not provide any bill to the Customer for the usage of Recharge Vouchers. The details of calls made shall also not be made available to the Subscriber. The Subscriber agrees that the Company need not entertain any correspondence in this regard. The Subscriber may contact the Customer Care for details of the calls made by the Subscriber against the current Recharge Voucher to the extent possible. Any increase in existing levies/taxes or any new levy/tax introduced for these Services shall be automatically adjusted from the talk time value from the date of increase/introduction of levy/tax without any notice to the Subscriber Internet Protocol (IP) Address (es): Page 30 of 44

31 (i). RCIL grants to the Customer a non-exclusive, non-transferable, revocable license to use the IP Address for the sole purpose of accessing the Network. IP addresses shall not become the property of the Customer. (ii). The Customer agrees that allocation of IP addresses by RCIL is subject to availability from and any conditions imposed on RCIL, by the relevant Authority in this regard. The Customer agrees to be bound by the terms and conditions imposed on RCIL by said Authority, as may be applicable. (iii). RCIL may change a licensed IP address from time to time on - (a) Fifteen (15) days notice to the Customer (b)immediately, in cases of emergency or fault repair (iv). The IP Address assigned to Customer by RCIL or a Provisioning Entity in connection with the Broadband Internet Access Service, shall be used only in connection with such Service. In the event Customer discontinues use of the Service for any reason, or the CAF expires or is terminated for any reason, Customer s right to use the IP Addresses shall also terminate and the IP Addresses shall be deemed to have reverted immediately to RCIL. (v). In case Customer wants additional IP Addresses, the same may be allocated by RCIL, however the additional IP addresses may or may not belong to the existing block of IP addresses Content: RCIL exercises no control over and accepts no responsibility for the content of the information passing through the Network, Customer Premises Equipment (CPE), Service Equipment, or a Service. RCIL specifically denies any responsibility for the accuracy or quality of information obtained through the Network, CPE, Service Equipment, or a Service. Use of any information obtained via the Network, CPE, Service Equipment, or a Service is at Customer s own risk. Customer shall promptly and thoroughly respond to any notices forwarded to Customer by RCIL, including, but not limited to notices that the content transmitted by the Customer, violates the Applicable Law Domain Names: Customer shall indemnify RCIL for any domain name registered or administered on Customer s behalf that violates any service mark, trademark or other intellectual property rights of any third party. Customer shall comply with the Applicable Law including but not limited to rules and procedures of the applicable domain name registries, registrars, or other authorities. Customer irrevocably waives any claims against RCIL that may arise from the acts or omissions of domain name registries, registrars or other authorities Security: The Customer agrees that RCIL shall not be liable in any manner for the consequences to Customer of an unauthorized breach of Customer s system security such as hacking or denial of service attacks. Additionally, Customer confirms that it shall conduct such tests and computer virus scanning as may be necessary to ensure that data uploaded or downloaded by Customer does not contain any computer virus and will not in any manner corrupt the data or systems of any person. Page 31 of 44

32 RCIL shall be entitled to, in addition to any other remedies available under law, suspend the Broadband Internet Access Services or terminate CAF in accordance with the provisions contained therein, upon written notice for any violation by the Customer, of the terms and conditions contained in the CAF Use of Services The Customer shall use the Service in accordance with RCIL s Internet Acceptable Use Policy (the Acceptable User Policy ). The Acceptable Use Policy shall mean the then current version of RCIL s Acceptable Use Policy (as may be changed by RCIL, from time to time) applicable to the countries in which Customer uses a Service (and in the event no policy exists for a country, then the policy as per the Applicable Law shall apply). The Acceptable Use Policy will be available at the following URL: or other URL designated by RCIL RCIL may intimate the Customer promptly of any change in its Acceptable Use Policy. In case of any conflict between the Acceptable User Policy and CAF, CAF will prevail Customer Premises Equipment and Service Equipment Customer may use its own CPE subject however to approval from RCIL. In case, Customer uses its own CPE then no rental and Security charges will be applicable Charges Installation charge: is a onetime charge to be paid by Customer to RCIL, in advance Service rental and Service Equipment charges: are recurring charges to be paid by Customer to RCIL, as mentioned in the CAF Service Equipment Repair charges: shall be as under a. Manufacturing defects - No charges to Customer b. Repairs due to damage attributable to Customer - The charges shall be assessed by RCIL and invoiced to Customer accordingly Payment: RCIL shall raise invoices in advance and per the periodicity mentioned in the CAF. The Charges billed to Customer shall be payable on or before the Due Date as mentioned in the respective invoice. The Payment instruments shall be drawn in favour of RCIL A/c RIS Exit Policy if Customer chooses to: a) Exit after signing the CAF but prior to Service Activation date, then Customer shall pay RCIL, an amount equal to three (3) months rental Charges and the installation Charges for the Broadband Internet Access Service. b) Exit after Service Activation Date but prior to expiry of the Service Contract period, Customer shall pay RCIL, in addition to any other outstanding invoices, an amount equal to the Charges that were liable to be paid by the Customer had the Customer used the Service for the entire duration of the Service Contract period. Page 32 of 44

33 Service Tax: Charges shall be exclusive of Service tax or any other taxes which shall be levied at the applicable rates on the total invoiced amount. These Terms & Conditions are subject to change. Please visit our website for the updated Terms & conditions 3. CUSTOMER GRIEVANCE ISSUES 3.1 To change address (within same city / town) In respect of Mobile Services, Subscriber can get his/ her address changed by visiting the Outlets of the Company/ Reliance World and submitting the request form along with the Proof of New Address. In respect of Wireline Services and Broadband Internet Access Services, Subscriber can call the Customer Care Call Centre of the Company, with a request for change in address. Our field staff will contact the Subscriber for a written request from the Subscriber, with address details and proof of new address. The address change will be done subject to positive address verification and the change will reflect from the next bill onwards. 3.2 To change location (outside the existing city / town) In respect of Mobile Services, Subscriber needs to submit the request form along with the proof of new address at the Outlets of the Company/Reliance World of the new/changed location. In respect of Wireline Services and Broadband Internet Access Services, Subscriber can call the Customer Care Call Centre with a request for change in address. Our field staff will contact the Subscriber and take a written request. The shifting of the Mobile Services, Wireline Services and Broadband Internet Access Services will be done subject to positive address verification, and the address change will reflect from the next bill onwards. In respect of the Wireline Services, technical feasibility of such Service at new location will also be verified, before shifting the Wireline services. 3.3 Change / Repair of FWP / Accessories Subscriber can call at our Customer Care Call Center at *333 (toll free) or and register a complaint about the Fixed Wireless Phone / accessories including Battery and Charger. Customer care agent will try to resolve the issue with the preliminary troubleshooting. If the complaint does not get resolved, it is registered and a docket number is issued to the Subscriber. The service engineer visits the Subscriber s premises and repairs / replaces the unit within 3 days from the date of complaint registration. Note : Page 33 of 44

34 If the Service Engineer concludes that malfunctioning is because of negligent handling, then the Subscriber is liable to pay for repair/replacement charges, as applicable. 4. Service Availability and Coverage The Services are available in the following circles: Andhra Pradesh, Bihar (including Jharkhand), Delhi NCR, Gujarat, Haryana, Himachal Pradesh, Karnataka, Kerala, Madhya Pradesh (including Chhatisgarh), Maharashtra and Goa, Mumbai, Orissa, Punjab, Rajasthan, Tamil Nadu ( including Chennai ), West Bengal, Kolkata, UP-East and UP-West (including Uttaranchal). Wireline services are available only at technically feasible locations. Further details are available on our website Quality of Service benchmarks for Mobile service (i) Percentage of billing complaints resolved within 4 weeks 100% (ii) Period of all billing adjustments due to customers from Within 4 weeks the date of resolution of complaints as in (i) above 5.2 Quality of Service benchmarks for Wireline service (i) Provision of telephone after registration of demand Within 7 days, subject to technical feasibility (ii) Fault repair The rent rebate is provided to the customer in case of: Faults pending for more than 3 days & less than 7 days-rent rebate for 7 days Faults pending for more than 7 days & less than 15 days -Rent rebate for 15 days Faults pending for more than 15 days- Rent rebate for 1 month Only those complaints, which have been registered till close of business hours (9:30am to 5:00pm, Monday to Saturday) of that day, will be taken into account. Complaints registered after the business hours will be taken as being registered in the next day business hours. Faults due to the CPE, which is owned by the Customer such as computer hardware & software including LAN card/usb ports etc. or the delays due to non-availability of the Customer or delays in getting the entry into the Customer Premises, shall be excluded. (iii) Attending to Customer s requests on shifts after getting the complete form along with the address proof Within 3 days (iv) Attending to Customer s requests on closures after getting the written confirmation and clearing all pending dues Within 24 hours 5.3 Quality of Service benchmarks for Broadband Internet Access Service (i) Service provisioning/activation time Within 15 working days (subject to technical feasibility) Page 34 of 44

35 In all cases where payment towards installation charge & security deposit is taken & the Broadband connection is not provided within 15 working days, a 10 per day, subject to a maximum of installation charge or equivalent usage allowance will be given to the Customer, at the time of issue of first bill (iii) Broadband connection speed (download) - Subscribed broadband connection speed to be met >80% from ISP node to user 6. Rights of Subscriber for termination or disconnection of Services The Subscriber can terminate or disconnect our service at his/her convenience. The bills are checked, account is reconciled and any amount, if due after adjusting the outstanding dues from available security deposit, is returned to the Subscriber. This process takes a maximum of 60 days from the date of disconnection. The Subscriber can terminate the Services by sending a written request, Fax, , telephone call and SMS to us. The termination of Service shall be subject to the return or recovery of the Customer Premises Equipment, wherever applicable. 7. Amount to be deducted from the total value of prepaid service towards administrative and other expenses The Company will deduct the administrative charges, service tax and education cess on service tax from the total cost of our Prepaid products. The updated details are available on our website under section Mobile Prepaid Prepaid Tariff. Please click on the particular Circle (for which the Subscriber wants to know the Tariff details) and all the details will be displayed. 8. Rights of Subscriber - General i. To be allotted a unique docket number for every complaint registered by them ii. S/he can approach the Nodal Officer directly if complaint is not resolved within 7 days (for all complaints except in case of disruption or disconnection of service, where the time limit is 3 days) by Contact Centre. iii. S/he can move to Appellate Authority if s/he does not receive resolution from the Nodal Officer with 10 days (for all complaints except in case of disruption or disconnection of service, where the time limit is 3 days). iv. The details of Nodal Officer are to be provided to the Subscriber by the Customer Care Call Centre executive upon Subscriber request. Page 35 of 44

36 9. Duties and Obligations of Reliance Communications Ltd/Reliance Communications Infrastructure Ltd. The Company or RCIL has a 2 stage complaint resolution management, i.e., Customer Care Call Center / Reliance Communications Outlets, and Appellate Authority. A unique docket number is allotted to every complaint made by the Subscriber. 10. Application format for complaint to appellate authority is available under section: Contact us Service Assurance Cell Appeal Form The Subscriber, by his own choice, may either use the redressal mechanism under the Telecom Consumers Protection and Redressal of Grievances Regulations, 2007 or resort to the process under the Consumers Protection Act, The complaint of the Subscriber is resolved by our customer care executive at the customer care call center and at the outlets of the Company/Reliance World A unique docket number is provided to the Subscriber for all complaints 11.2 Appellate Authority If the complaint is not at call center, (for all complaints except in case of disruption or disconnection of the Service where the time limit is 3 days), the Subscriber can approach the Appellate Authority for appeal. For contact details of Appellate Authority in a circle, please refer Annexure 1 The Subscriber can also visit our website under section Contact us Service Assurance Cell Appellate Authority Rights of consumers with defined SLA's for Telecom Commercial Communications Customer Preference Regulations, 2010 (TCCCPR) a. The customer can opt to block all commercial communication or can selectively block SMS from specified categories or can continue to get all calls/ SMS b. The DND service will be activated within 7 days from date of request. c. In case he receives a commercial call / SMS in spite of getting confirmation of activation of DND for that particular category he can register a complaint at complaint cell. d. Customer has to be allotted an unique docket number for every complaint registered by him. e. Customer can approach the Appellate Authority in cases he is not satisfied by the resolution provided by customer care / complaint cell or if the complaint is not resolved within 7 days. f. The details of Appellate Authority are to be provided to the Subscriber by the Customer Care Call Centre executive upon Subscriber request. Duties and Obligations of the service provider for TCCCPR, under different regulations, Page 36 of 44

37 orders and direction issued by the Authority. (1) The Company or RCIL shall ensure that all commercial communications originating from its network are managed in accordance with these regulations. (2) Without prejudice to the generality of the provisions of sub-regulation (a) The Company or RCIL shall ensure that no telecom resource is provided to a telemarketer unless he has registered itself with the Authority and has entered into an agreement, in accordance with the provisions in Schedule IV of the regulations; (b) (c) (d) (e) (f) (g) (h) (i) (j) (k) The Company or RCIL shall, before allotting telecom resources to a telemarketer for sending Transactional Message, enter into agreement with such person in accordance with the procedure specified in Schedule V to the regulations and ensure that no telemarketing SMS is sent through the telecom resources allotted for sending Transactional Message; The Company or RCIL shall provide separate telecom resources to telemarketers, for sending transactional message and promotional messages; The Company or RCIL shall ensure that the telecom resources provided for sending transactional message are not used for sending promotional message; The Company or RCIL shall ensure use of correct header for sending commercial or transactional message, as the case may be, in accordance with the agreement entered into with the sender of commercial or transactional message, as referred to in clause (a); The Company or RCIL shall ensure that a telemarketer shall, before sending any SMS to a telecom subscriber, scrub the telephone number of the subscriber with the database received from National Customer preference register; The Company or RCIL shall ensure that no telemarketing SMS, other than SMS opted by the subscriber is sent to him; The Company or RCIL shall filter all voice calls received through the telecom resources allocated to the telemarketers to ensure that no commercial voice call is made to any subscriber, registered with the National Customer Preference Register. The Company or RCIL shall filter all promotional SMS received through the telecom resources allocated to the telemarketers to ensure that only promotional SMSs, preferred by a customer in his preference registered with the National Customer Preference Register, are sent to him; The Company or RCIL shall ensure that commercial communication including SMS is sent to a customer, in accordance with the provisions of these regulations, only between 0900 Hrs to 2100 Hrs; The Company or RCIL shall provide to any person, other than a telemarketer registered as per regulation 14, any tariff plan or SMS package in any form such as special recharge voucher, student pack, seasonal pack etc. permitting sending of more than two hundred SMS per day per SIM except on blackout days and additional days as may be specified by the Authority by direction issued from time to time and all such SMS packages already provided to any such person shall not be renewed after their expiry: Provided that all SMS packages already provided to a customer other than to a telemarketer shall be discontinued on coming into force of these regulations; General Information Number/ Consumer Care Number Dialing from Your Reliance Product Your Need Dial in Number Charges Reliance Mobile & Reliance Hello (Postpaid or Prepaid) Complaint & Service Request.e.g. Billing complaints, ISD activation, etc. 198 Toll Free Reliance Mobile & Reliance Hello (Postpaid or Prepaid) Reliance Net connect & Net connect For queries like tariff, VAS information & any other general information All Complaints, Service Request, Queries & any general *222 (Postpaid) *333 (Prepaid) Chargeable *355 Toll Free Page 37 of 44

38 Reliance Mobile & Reliance Hello (Postpaid or Prepaid) Broadband+ BlackBerry Reliance Wireline Reliance Broad net information *389 Toll Free For all queries and Complaints ( From Reliance Landline only) Toll Free Toll Free 10. Complaint Redressal Mechanism-Wireless As per TRAI Regulations, the Company/RCIL has enforced the 2-Tier Consumer Redressal process, for providing an effective redressal grievances mechanism, to its valued Subscribers. (i) Customer Care Call Centre s-wireless a. The first complaint of the Subscriber is resolved by the customer care executive at the customer care call center and at Reliance Communication outlets b. Where no parameter or time limit has been specified in QoS regulations or any other regulations made under the Act for redressal of any grievance, SLA for such complaints has been revised from 7 days (from the date of registration of complaint) to 3 days in the new regulation. c. A unique docket number is provided to the Subscriber for all complaints. (ii) Appellate Authority Customer can approach the Appellate Authority in cases he is not satisfied by the resolution provided by customer care complaint cell or if the complaint is not resolved within the time limit of 7 days (for all complaints except in case of disruption or disconnection of service, where the time limit is 3 days). The Appellate authority is supposed to resolve the complaint within 33 working days from the date of filing written appeal with the Appellate authority. Page 38 of 44

39 The contact details of Appellate Authority in your circle, please refer Annexure 1 The Subscriber can also visit our website under section Contact us Customer Care -> Appellate Authority ( Days for registration of complaints with Appellate authorities: Monday - Saturday excluding public and national holidays Timings for registration of complaints with Appellate authorities: 9:30 am to 5:00 pm. 12.Mobile number Portability i. The Mobile Number Portability (MNP) allows subscribers to retain their existing mobile telephone number when they move from one access provider to another irrespective of the mobile technology or from one cellular mobile technology to another of the same access provider, in a licensed service area. The MNP Regulations seek to provide a framework governing all relevant aspects of MNP. ii. MNP facility shall be available only within a given licensed service area. iii. A subscriber holding a mobile number is eligible to make a porting request only after 90 days of the date of activation of his mobile connection. If a mobile number is already ported once, the number can again be ported only after 90 days from the date of the previous porting. iv. The subscriber desiring to port his mobile number should approach the Recipient operator (the operator to whom the subscriber wants to port his number). The subscriber may be required to pay porting charge up to a maximum of Rs.19/- to the Recipient Operator. v. The postpaid subscriber making the porting request is required to have cleared all the bills issued prior to the date of porting request. He shall give an undertaking that he has already paid all billed dues to the Donor Operator as on the date of the request for porting and that he shall pay dues to the Donor Operator pertaining to the mobile number till its eventual porting and that he understands and agrees that in event of non-payment of any such dues to the Donor Operator, the ported mobile number shall be liable to be disconnected by the Recipient Operator. vi. A subscriber may withdraw his porting request within 24 hours of its submission to the Recipient Operator. However, the porting charges shall not be refundable. For initiating a porting request, the subscriber has to send SMS to 1900 with the text Port followed by his phone number. For example to port , one has to send SMS to 1900 with text SMS vii. The regulation envisages a maximum time period of 4 days for the completion of porting process in all licensed service areas except in the case of J&K, Assam and North East licensed service areas where the maximum time allowed is 12 days. However, efforts will be made to further reduce the porting period. Page 39 of 44

40 viii. The customer is required to insert new SIM to access the service of the new operator after porting. 13. Value Added Services i. The service provider cannot provide any chargeable value without the explicit consent of a customer. Any value added service, which was earlier being provided free of charge shall not be chargeable without his expressed consent. ii. iii. iv. No chargeable value added services shall be activated through pressing of keys on the telephone set / mobile handset unless the explicit consent of the customer is obtained through (i) a customer originated call; or SMS; or interaction session to a specified number; or through a request made in writing or Fax or ; or (ii) through the double confirmation by pressing * (star) key followed by 9 key in the mobile handset/telephone set. In case the subscriber seeks to unsubscribe the value added service within 24 hours from the time of its activation on the ground that the subscription was unintentional or accidental, the service provider shall unsubscribe such value added service and reimburse or credit to the customers account the charges, if any, deducted or levied for subscription to such value added service. No chargeable value added service shall be activated through pressing of a single key in the telephone set / mobile handset. The service provider shall inform subscriber at least 3 days before the due date of renewal of a subscribed value added service, the due date for renewal, the charges for renewal and the toll free telephone number for unsubscribing of such value added service. 14. Blackout days i. The number of Black Out days, (customary / festival days on which free / concessional calls/ SMS are not available) shall be limited to a maximum of five days in a calendar year. ii. The service provider shall not make any addition to the number of days specified as black out days nor make any alteration in any date after the same is subscribed by the consumer. iii. The SMS/ call charges applicable on such specified black out days shall be indicated on the package itself offered to the consumers. Page 40 of 44

41 Annexure 1 Circle wise list of Appellate Authority for Wireless Business CIRCLE ANDHRA PRADESH ASSAM ANDAMAN AND NICOBAR ISLANDS BIHAR CALCUTTA CHENNAI CHHATTISGA RH APPELLATE AUTHORITY Mr Sandip Brahmankar, Mr.Niranjan Agarwal, Mr.Dhritiman Lahiri, Mr. Manish Sinha, Mr. Mahendra K Pandey, Mr. Boban C Mathew, Mr.Arvind.K. Chauhan, ADDRESS AND PHONE_NO FAX Reliance Communication Ltd, Reliance House, 4th Floor, Plot No: 38, Phase II, Hitec City, Madhapur,Hyderabad [email protected], Reliance Telecom Ltd, 3rd Floor, Mega Plaza, Christian Basti, G.S.Road, Guwahati, Assam [email protected], Reliance Communications Ltd, Reliance House, 3rd Floor, 34 Chowringhee Road, Kolkata [email protected], [email protected] Reliance Communication Ltd, 3rd Floor,Maru Mansion Building,Kanke Road Ranchi Jharkhand [email protected], [email protected] Reliance Communications Ltd, Reliance House, 3rd Floor, 34 Chowringhee Road, Kolkata [email protected], [email protected] Reliance Communications Ltd, 6, Haddows Road, Nungambakkam, Chennai [email protected], Reliance Telecom Ltd, A-Block, 3rd floor, Manasarovar Complex, Hoshngabad Road, Bhopal [email protected], Page 41 of 44

42 DELHI Mr.Vineet V Jain, Reliance Communications Ltd, Reliance Center, Maharaja Ranjit Singh Marg, New Delhi [email protected], Reliance Communications Ltd, Reliance ADAG House, GUJARAT Mr. Chetan Madhani, 100 ft. Road, Prahlad Nagar Road, Ahmedabad [email protected], CIRCLE HARYANA HIMACHAL PRADESH JAMMU AND KASHMIR JHARKHAND KARNATAKA KERALA MADHYA PRADESH APPELLATE AUTHORITY Mr. Virender Bhandari, Mr. Virender Bhandari, Mr. Virender Bhandari, Mr. Manish Sinha, Ms. Amita Shetty, Mr. Boban C Mathew, Mr.Arvind.K. Chauhan, ADDRESS AND PHONE_NO FAX Reliance Communications Ltd, SCO: , Mughal Canal, Karan Complex, Karnal, Haryana [email protected], Reliance Communications Ltd, Bhrata Sadan, Opposite SBI Zonal Office, Kasumpati, Shimla [email protected], Reliance Communications Ltd, C/O K.C. Hyundai Business Park, 2nd floor, Mallik Market, Narwal Bypass, Jammu. [email protected], Reliance Telecom Ltd, 15th Floor, BISCO Man Tower, West Gandhi Maidan, Patna [email protected], Reliance Communications Limited, SUBRAMANYA ARCADE, No.12/2, Tower B, I Floor, Bannerghatta Road, Bangalore [email protected], Reliance Communications Ltd, 6, Haddows Road, Nungambakkam, Chennai [email protected], Reliance Communications Ltd, A-Block, 3rd floor, Manasarovar Complex, Hoshngabad Road, Bhopal [email protected], [email protected], Page 42 of 44

43 Annexure II Appellate authorities for wire line and Broadband / Internet Services Zone Circles Appellate Authority Name FAX NO Contact No Office Address North DL PJ RJ UP(E&W) Susmita K Chakrabarty nd floor B wing, Reliance Cente,Near Ram Leela Ground, Maharaja Ranjeet Singh Marg, New Delhi id : RCOMWireline.AppellateNorth@reliance ada.com East West AP MP WB GJ MU MH Ravi Subramanyam Bhavesh K Jivani Reliance Communications, 3rd Floor, Sagar Plaza, Near Vishal Megamart,Abids,Hyderabad,AP id : RCOMWireline.AppellateEast@reliancea da.com 3rd floor, Commerce house, ADAG house, Reliance Communications Ltd, 100 ft anand nagar road, prahlad nagar, Ahmedabad Id : RCOMWireline.AppellateWest@reliance ada.com South TN KL KN Srinivasan Shankar Reliance Communications, No-6, Haddoss road, Opp Shastri Bhavan, Nungambakkm, Chennai id : RCOMWireline.AppellateSouth@reliance ada.com Page 43 of 44

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